 Prioritisation of quality dimensions of after-sales technical servicesBülent Başaran and Aslı Battal International Journal of Productivity and Quality Management, 2017, vol. 21, issue 2, 245-263 Abstract: The purpose of this study is to structure quality dimensions and houses of quality for after-sales services of gas-fired combi boiler technical service companies. A survey methodology and site visits are structured to collect scores, dimensions and detailed activities on two houses of quality. Importance weights for customer expectations are calculated using the analytic hierarchy process. Importance rank orders of technical requirements and comparative scores of other brands are calculated within the ordinary procedure of quality function deployment. The results indicate that a clear understanding by employees of customer needs is the most demanded customer expectation, whereas professional abilities and ethical behaviour are the most important technical requirements. This study is unique not only because it presents detailed service quality activities in a second house of quality to achieve quality excellence but also because it is the first quality function deployment study on combi boiler technical services. Keywords: operations and logistics management; quality management; house of quality; HoQ; after-sales service; customer expectation; technical requirement; service quality. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:21:y:2017:i:2:p:245-263 Access Statistics for this article More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd |
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